Introduction
Dispute Manager is a secure, web-based front-end interface designed for merchants and clients to manage sales disputes (chargebacks and retrievals). It helps simplify back-office processes, expedite response times, and provides tools for managing sales dispute expenses. This guide serves as a quick-reference manual rather than a comprehensive training course.
Chapter 1: Product Overview and Benefits
Key Features
Sales Dispute Management: Automated case processing with detailed documentation.
Chargeback Handling: Electronic chargeback notifications and responses to prevent losses.
Enhanced Financial Controls: Prioritization and management of dispute inventory.
Ease of Use: Online access to dispute details and resolution processes.
Chapter 2: Technical Requirements
Minimum System Requirements
Web Browsers Supported: Microsoft Edge, Google Chrome, Mozilla Firefox.
Image Uploads: Compressed TIFF, BMP, GIF, JPEG, PNG, PDF (Max 5MB, Black & White, 200 DPI).
Screen Resolution: 1024x768 (Recommended).
Chapter 3: Enrollment
Dispute Manager is accessed via BusinessTrack.com.
Merchants must enroll in Business Track before using the system.
Contact your Account Manager or Customer Service for enrollment details.
Chapter 4: System Login
Steps to Log In:
Select MERCHANT LOGIN and enter your credentials.
Choose DISPUTE MANAGEMENT from the applications dropdown.
Ensure pop-ups are enabled in your browser.
Steps to Log Out:
Click on the X LOG OUT button on the Control Panel.
The system will return you to the Business Track homepage.
Chapter 5: Control Panel
The Control Panel contains icons for essential system functions:
Refresh: Updates current data.
Help: Opens the online help system.
Search: Find chargeback and retrieval cases.
Logout: Ends the session.
Switch Merchant: Change merchant profiles (if enabled).
Case Search Criteria
Case Number
Merchant Number
Reference Number
Dispute Amount
Transaction Locator
Card Number (Full/Truncated/Masked)
Chapter 6: Welcome Screen
The Welcome Screen provides:
Quick Links: Access to guides, reason codes, and system maintenance schedules.
Bulletins: Displays system updates and important alerts.
Chapter 7: Queues
The Queues Screen is divided into:
Queue Selector – Categorizes open disputes.
Work Tracker – Lists cases worked on a given day.
Queue Worklist – Detailed view of assigned cases.
Queue Types:
Chargeback Alerts
Inquiry and Claim Alerts
Visa, MasterCard, Discover, Amex Chargebacks
Arbitration, Compliance, and Collection
Systemic Case Removal Schedule:
Chargebacks: Removed 20 days after due date.
Acknowledgements: Removed 60 days after message date.
Inquiry & Claims: Removed 10 days after due date.
Chapter 8: Cases Screen
Case Files
Cases are organized into:
Output Package: Documentation from Merchant Services.
Merchant Supplied: Documents uploaded by merchants.
Tabs Available on the Cases Screen:
User Notes: Displays previous case notes.
Trans/Credit: Lists recent transactions related to the dispute.
Auth Records: Provides authorization details.
Actions: Allows dispute response submission.
Messages: Internal messages related to the dispute.
Chargeback Actions:
Dispute/Reverse Chargeback – Upload documents to challenge chargebacks.
Accept Chargeback – Accept liability for the dispute.
Credit Issued – Confirm refund to cardholder.
Pend for Time – Delay response until required documentation is available.
Retrieval (Inquiry & Claim) Actions:
Retrieval Response – Upload sales receipts.
Unable to Fulfill Retrieval Request – Indicate missing documents.
Undo Action – Reverse an action before the end of the processing day.
Chapter 9: Frequently Asked Questions (FAQs)
Common Questions
Can I access Dispute Manager anytime?
Yes, 24/7 except for scheduled maintenance.
Where do I find new chargebacks?
In the All Chargebacks/Exceptions queue.
How do I locate a specific case?
Use the Search function.